Customer Computer Support Log

1-2 Available Services
On-site Hardware Support Services
On-site computer hardware support is available from Hewlett-Packard through the HP SuccessLine Ser-
vice (subject to local availability. Please check with your HP local office for detailed coverage hours).
Three service levels are available, as indicated on the following table:
a. If your system is within 160 km (100 miles) of a primary or secondary HP Support
Responsible Office, you receive the specified on-site response time. Response times to
locations beyond 160 km (100 miles) may be longer.
HP SuccessLine Service
Priority Plus Priority Next Day
Coverage
Hours
24 hours
7 days
8 am-9 pm Mon-Fri 8 am-5 pm
Mon-Fri
Response
Time
a
Best response;
not to exceed
4 hours
Best
response;
not to
exceed 4 hours
Next
working
day
Usage
Environment
Highly
Critical
Urgent Less
Critical
How to Place a Hardware Service Call
1. Call the hardware service telephone number.Your call-in hours are from
____________ to ____________ .
a
2. Give the following information to the dispatcher:
A. Model and serial number of malfunctioning equipment
B. Description of symptoms of malfunctioningequipment (including any error
message numbers displayed on the screen orequipment)
C. Your Customer Support Service Agreement number
D. Your company name and address
E. Name and telephone number of person to contactconcerning the problem
F. Purchase Order number and tax code
b
G. Billing address
c
3. Ask the dispatcher for the Customer Service Order (CSO)number assigned to your
service call. This number should be used if you haveany questions regarding the
repair.